I've had FIOS for a while and have been happy with the service. This week I placed an order to replace a standard def set top box with an HDTV box. I'm being told it will arrive by the 20th.
I am amazed that a simple task like sending a set top box takes 7 to 10 business days. I can't imagine any operation being so inefficient that a task that should take 2 day max cannot be handled.
Has anyone else found this to be an episode from the Twilight Zone?
It isn't a matter of not being able to handle a 2 day shipment. It's a matter of cost. Shipping rates are determined by weight and distance. I've compared shipping cost on 2 day and 7 day timeframes for online orders placed with other companies. With the amount of shipping Verizon does, their cost saving could conceivably be in the millions.
Assuming that premise, here are some things Verizon can do to make this better:
I spoke with a CSR yesterday and he confirmed he had no way to track if the order had been processed and when it might be delivered. Do they want to save money? How much does it cost to staff the call support centers and what percentage or calls are for order status?
I basically have the same story as you, except I placed my order online on the 23rd of January. I am still waiting for my box. I called last week and was told something was wrong with my order, so it was placed again and I would receive the box last Friday or Saturday. I called again on Monday and was told (again) that the order was done wrong and it would have to be placed again. Now, I would receive my box in 1 to 4 business days. This is day 2....on my verizon it still has the old order number showing with my "installation date" as 6 Feb. Is there any way I can find out what is going on without having to sit on the phone almost an hour? I live in a not so good neighborhood and I can't sit here waiting for a box that I don't know is coming! Please help!
Please go to your profile page for the forum by clicking on your name, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
04-05-2013 03:24 AM - edited 04-05-2013 03:25 AM
Since we haven't heard back from you as requested in your private support case, it appears everything is finalized. It was our pleasure to help out wth the credit. Please make a post anytime you need assistance.
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